Emergency Response Services

Development of any country or state varies proportionately with investment it attracts. Development and security are two sides of the same coin. More the perception of safety and security, more the amount of investment

Development and the resulting growth in population also poses uncertainty and challenges to human life, which can find itself in a medical or civil emergency any time. We often hear of mortality or distress incidents that may get attributed to ambulance not reaching on time or delayed police response in cases of civil emergency.

Not anymore. Modern day progressive governments are realizing the need of providing swift assistance to citizens in such emergency, thus saving the loss of precious human capital. BVG India Ltd implements medical emergency ambulance response service and civil emergency police response service for governments.

Dial-108 (toll free)

We have implemented and now manage Dial-108 toll free: Medical Emergency Ambulance Response Service (also known as Emergency Medical Services) for Maharashtra Government.

The objective of Maharashtra Government is to protect human capital in the state by reducing preventable mortality, including adult, maternal and infant mortality.

Dial-108 is a free ambulance on call service for medical emergency in Maharashtra. This is the world’s largest set up of its kind having 937 ambulances spread across Maharashtra, each with a doctor and life support equipment available 24 X 7 in the service of citizens within Maharashtra.

In case of any medical emergency, citizens can call 108 toll free from their mobile or landline phone. The service is manned through a central command centre in Pune, equipped with latest technological tools to help the trained staff quickly record patient, location and emergency details.

The command centre then identifies and alerts the ambulance nearest to the patient. The in-ambulance doctor prepares for the emergency and the ambulance sets out to rescue the patient in distress.

Upon reaching the spot, the doctor treats the patient and takes a decision on the further treatment. In case hospitalization is needed, the patient is lifted in the ambulance and taken to the nearest, appropriate government hospital.

In case the patient or the patient’s relatives want a hospital of their choice, then on their own authorization, the patient is taken to that hospital. After handover formalities, the ambulance returns to the base and get ready for the next call.

The service is also available for clinics and hospitals, especially in rural areas, where they may not have enough beds or an in-house ambulance services and need to shift patients to other hospitals for further treatment.

This entire service, from rescuing the patient in distress, pre-hospital treatment and shifting the patient to the hospital, is a free public service by Government of Maharashtra for the citizens.

Dial-100:

First of its kind

In the current internal security set up in India, citizens are made to contact the local police station or police officers to get police services. It is a challenge for citizens to contact the appropriate police station or the right police officer in the present police station centric system.

Citizens tend apprehensive about approaching the police in case of any civil emergency, like any crime, dispute or accident, for various reasons. They might not know the correct police chowky, or may just fear the police, or the chowky might be too far or they could have had the experience of being stuck between two police stations in a territory-dispute.

Nevertheless, for various reasons, there exists disconnect between citizens and the police force. Delay in contacting the police and registering the first information report (FIR) may likely distort facts or contaminate the crime scene or may leave the evidence prone to tampering.

Hence, in order to provide police services instantly on the spot to citizens, Madhya Pradesh Government has started the Dial 100 service, comparable to the legendary 911 service in USA, to help people connect to the police and get police assistance anytime, anywhere in the state at very short ‘response time’. 1,000 (one thousand) SUVs fitted with advanced audio video recording and evidence gathering mechanism are in the service of citizens in Madhya Pradesh. Citizens are no longer made to visit the local police station. They can simply dial 100 toll-free from and the police itself reach the citizen.

As soon as a person makes a call on ‘100’ number, it is received at the command centre in Bhopal, where well trained staff take necessary person details, incident details, and location details. Computer systems also validate at the same on the basis of CLI database, GIS MAP, Vehicle database, and other information available in public domain.

The trained dispatcher immediately dispatches nearest available one or more well-equipped first response vehicle. Each vehicle is monitored and tracked through the GPS based AVLS equipment fitted in the vehicle. Calls by women are attended by lady staff. Each call and each activity is recorded on the centre’s voice logger and web portal of activities.

Once the first response staff reaches the destination, they take necessary action, including taking down FIR on the spot, as per standard operating procedure of the centre.

After the action is taken, state PCR’s dedicated feedback team contacts the call maker and victim about the quality and satisfaction of the service provided by the police teams.

Voice logger ensures post incidence appraisal and third party audit of all call related information. There is also provision to facilitate the caller to be able to talk to senior officer of concerned District using three party conferencing and video conferencing.

This entire service is implemented and now managed by BVG India Ltd. This is a great service for citizens that contributes to safety and security in the state. As per the amendment to Code of Criminal Procedure that came in force in Nov 2010, every state in India State has statutory responsibility to establish such state control room under section 41-C of code of Criminal Procedure.